Return behavior survey: 75% of American consumers say quick refunds can increase purchase intention

It is learned that on October 30, according to foreign media reports, according to the latest survey of more than 1,000 US online consumers conducted by Navar and Reshop, multiple return options and fast refund services are crucial to online sales during the holiday season.

The survey covered 1,190 shoppers across the United States, all of whom shop online at least once a month and return items "at least occasionally." The data showed that 82% of consumers believe that having multiple return options will increase their willingness to shop online during the holiday season, while the proportion is 44% during non-holiday seasons.

Since consumers are used to returning products, providing them with more options can effectively increase their willingness to spend. The survey pointed out that 78% of consumers said that when they choose to return products during the holiday season, the option of getting a refund, store credit or exchange is valuable. Another 60% said that the diversity of return options will increase their likelihood of buying from the same retailer again, which is higher than 45% during non-holiday periods.

Faster refunds are also important, with 75% of consumers believing that a quick refund would increase their willingness to buy again. About half (49.5%) of consumers even said they would be willing to pay a nominal fee for an immediate refund. At the same time, 83% of consumers will check the retailer's return policy before holiday shopping, and more than half (51%) of consumers said they "always" check it.

It is worth noting that many consumers already plan to return items when they shop. The survey shows that nearly three-quarters (72%) of consumers always (33%) or sometimes (39%) expect to return items when they shop online. In addition, 39% of consumers said they will return online purchases at least once a month this year.

Among the many return services, free returns are particularly popular. 51% of consumers said they are more willing to patronize retailers that do not charge additional shipping or return fees. During the holiday season, this proportion climbed to 66%. When asked about the factors that influence online shopping decisions, "free returns" became the second most important factor after "free shipping", and 42% of people listed it in the top three priorities.

Author ✎ Rayna/

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